Position: Call Center Representative (aka Lawyer Referral and Information Specialist) - Bilingual (Spanish, English)
Reports to: Director of Public Services
The Call Center Representative, aka Lawyer Referral and Information Specialist, is responsible for answering live chat, emails and the telephone inquiries in a courteous and timely manner; determining the nature of the issue, assisting the public by referring them to an attorney or directing them to other agencies when appropriate. The Specialist also pursues collections of money owed from attorneys on outstanding forwarding fees owed to the program.
Specialists answer incoming telephone calls, live chat, email and general mail from the public who need assistance with legal matters. Specialists briefly interview callers to determine the type of case or nature of the call. Specialists screen callers and find the best solution to address their legal issue. Duties include the following:
Specialist assist in the administration of duties to run the program which include the following:
About the SDCBA
The San Diego County Bar Association is the region’s oldest and largest law-related organization, and the hub of San Diego’s diverse legal community. We aim to serve the county’s lawyers and the San Diego community as the representative of the legal profession. SDCBA programs help San Diego citizens find qualified lawyers and resolve disputes and educating the public regarding the law and issues that impact our community is paramount to our mission. Our membership is representative of our region’s diverse legal community — with new and veteran attorneys practicing in various areas of law throughout the county. With more than 50 unique Sections, Committees and divisions, a state-of-the-art full-service member lounge and shared workspace, various community service projects, informal and association-wide networking events, along with more than 300 hours of quality programs each year, the SDCBA is the place where San Diego’s legal professionals connect and convene for the betterment of their individual practices and the profession. For more information about the SDCBA go to www.sdcba.org
? Demonstrate an understanding of Association’s core values and exercises the cultural competencies at the highest level of his or her ability.
? Demonstrate a dedication to the SDCBA’s value of relationships over transactions
? Comprehensively respond to issues, projects, and inquiries with “can do” attitude.
? Take responsibility and personal accountability for work product and roles in projects
? Ensure assigned projects or tasks move forward, taking into consideration project goals and other issues
? Flexible and able to adapt to change
? Dedicated to being an effective team player (helping wherever needed, effectively communicating, building rapport and relating well with others)
? Effectively respond to issues and problems in a timely manner
? Take initiative and is willing to assume additional projects
? Demonstrate ownership of assigned projects and tasks
? Work well with minimal supervision (includes anticipating, analyzing, diagnosing and suggesting solutions)
? Handle all communication with diplomacy and tact
? Utilize sound judgment when handling projects and tasks
? Thorough and attentive to detail and accuracy
? Meet deadlines
? Handle constructive criticism and makes necessary changes to improve performance